"IT Services is the first 100% customer-focused guide to satisfying the consumers of your company's IT services - and building the loyalty your IT organization needs. In this book, three leading IT professionals present a fully integrated, comprehensive approach to service delivery in today's global, distributed environments. You'll discover how to establish processes, service and cost models, performance measurements, and "stretch" goals that achieve clear business benefits - and then transform those goals into reality." "Applicable to both in-house and outsourced operations, IT Services offers a total roadmap for executives building enterprise-wide operations centers; practical help for managers seeking to deliver cost-effective support; and invaluable insight for IT "customers" who need to know what they can expect from their technology professionals."--Jacket.